Service Lifecycle: Continual Service Improvement

Course Curriculum

• Continual Service Improvement

  • Purpose, Objectives, and Scope
  • Business Value
  • CSI Approach
  • Context of CSI within the Service Lifecycle
  • Inputs and Outputs

• CSI Principles

  • CSI Success Depends on Understanding Change within an Organization
  • CSI Success Depends on Clear Ownership and Accountability
  • How the CSI Register Supports CSI
  • CSI is Driven and Influenced by Service Level Management
  • Importance of Knowledge Management and the Deming Cycle to CSI
  • CSI Used to Ensure Effective Governance
  • Frameworks, Models, Standards, and Quality Systems Supporting CSI

• Seven-Step Improvement Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Other Processes Support the Seven-Step Improvement Process

• CSI Methods and Techniques

  • Assessments
  • Gap Analysis
  • Benchmarking
  • Service and Process Measurement
  • Metrics and Measurement Frameworks
  • Calculating Return on Investment
  • Service Reporting Policies and Principles
  • How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

• Organization for CSI

  • Service Owners
  • Process Owner and Process Managers
  • Process Practitioners
  • CSI Manager
  • The Nature of the Seven-Step Improvement Process Activities and the Skills Required
  • CSI Manager vs. Other Supporting Roles
  • How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

• Technology Considerations for CSI

  • IT Service Management Suites
  • Systems and Network Management Tools
  • Event management
  • Automated Incident/Problem Resolution
  • Performance Management
  • Statistical Analysis Tools
  • Project and Portfolio Management Tools
  • Financial Management Tools
  • Business Intelligence and Reporting Tools

• Implementing CSI

  • Critical Considerations and Where to Start
  • Role of Governance to CSI
  • Effect of Organizational Change for CSI
  • Communication Strategies and Plans

• Challenges, CSFs, and Risks

  • Challenges Facing CSI
  • CSFs for CSI
  • Risks Associated with Implementing CSI

• Exam Preparation/Mock Exam

Prerequisite

In order to attend the workshop, you must have:

• ITIL^® Foundation Certificate in IT Service Management or an earlier ITIL^® (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

• Have completed an accredited 21-hour course from an ITIL^® Accredited Training Provider, such as this course provided by Xebia
• Hold the ITIL^® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL^® and bridge qualifications)

Certification

In order to achieve ITIL^® Continual Service Improvement, candidates must appear for the exam and gain 70% pass mark.

The Exam:

• 90 minute ‘closed book’
• Eight multiple choice, scenario-based questions
• Pass mark is 70% (28/40)